Senior Retail Operations Manager
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Job Title: Senior Retail Operations Manager
Function: Retail & Customer Experience
ROLE CONTEXT
The *Senior Retail Operations Manager role is critical to strengthening our client retail structure as the business scales. With multiple stores across regions and an expanding brand portfolio the business requires a senior operational leader dedicated to managing cluster leads driving consistent execution of strategy and ensuring accountability for sales and customer experience at store level. This role creates a vital link between strategic retail leadership and frontline operations enabling faster decision-making stronger people development and tighter performance management across clusters improved efficiency greater consistency in brand standards and stronger commercial results.
This role manages Area / Cluster Managers to drive execution of the retail strategy people development and commercial performance across the store network acting as the key link between the Head of Retail and field operations.
MAIN ACCOUNTABILITIES AND ACTIVITIES
1. Sales & Performance Management
- Monitor cluster and store performance against KPIs (revenue conversion basket size ASP MSI shrinkage etc.).
- Partner with merchandising and supply chain teams to ensure stock availability allocation efficiency and sell-through.
- Lead regional performance reviews driving accountability and corrective actions.
2. Operational Leadership
- Manage and support Cluster Leads to ensure all stores meet revenue profit and operational standards.
- Translate retail strategy into actionable operational plans for each cluster.
- Ensure compliance with SOPs retail standards and brand presentation guidelines across regions.
3. People Leadership & Development
- Provide coaching guidance and performance management for Cluster Leads.
- Build leadership capability and succession pipelines across the retail field team.
- Support training development and engagement programs that drive frontline excellence.
4. Customer & Brand Excellence
- Champion our client Customer Experience framework across all regions.
- Partner with Visual Merchandising and Marketing teams to ensure consistent in-store brand presentation and activations.
- Drive initiatives to raise service quality and brand standards across the regional network.
5. Operational Efficiency
- Manage cost efficiency across clusters including payroll shrinkage inventory accuracy and operational expenses.
- Support new store openings relocations and refurbishments in collaboration with Property and Projects teams.
- Implement process improvements to enhance operational scalability and efficiency.
6. Cross-functional Collaboration
- Act as liaison between retail field operations and HQ functions (HR Finance Product Marketing Supply Chain).
- Support integration of ERP and digital tools to strengthen operational execution.
- Contribute to strategic projects including loyalty rollout retention strategies and new retail concepts.
Requirements
EDUCATION/KNOW-HOW & COMPETENCIES
Know-How Technical Skills and Experience
- Bachelors degree in Business Retail Management Fashion Merchandising or related field. MBA is an added advantage.
- 8 years experience in multi-store retail management with at least 3 years in a senior role overseeing multiple regions/clusters.
- Demonstrated success in driving sales growth operational efficiency and customer experience in fashion lifestyle or consumer retail.
- Strong commercial acumen analytical skills and people leadership capability.
- Experience in fast-paced multi-country or regional retail environments
Behavioral Competencies/Personal characteristics
- Results-oriented balancing strategy with execution.
- Excellent communication collaboration and relationship-building skills.
- Strong leadership presence with ability to influence at all levels.
- Customer-obsessed with passion for delivering retail excellence.
- Adaptable resilient and comfortable with travel and changing priorities.
- High integrity and commitment to our client values.
Working Conditions:
- Travel between HQ and stores (Nairobi Out of Town and Cross-border)
- Weekend and holiday work as required
Company Industry
IT Services and IT Consulting
Key Skills
- Aviation Safety
- Accounts Reconciliation
- Generator
- Highway Design
- Account Development
- Corporate Risk Management
